Wise
FinTech
BusinessOperationsAssociateManager
Neural analysis suggests this role is
optimal for mid candidates.
“Business Operations Associate Manager at Wise. Skills: Process improvement, Operational analysis, Project management. Hunt for operational issues. Support management of operational incidents”
What You'll Achieve.
Reduce contact rates; Reduce defect rates; Improve platform experience; Reduce customer friction; Reduce operational waste; Ensure changes implemented; Ensure changes adopted; Scalable outcomes
Industry & Context.
Problem-solving; Break down issues; Deliver solutions; Identify gaps; Identify areas for improvement; Root cause analysis
Not able to sponsor visas
What They're Looking For.
Must Have
5+ years operational analysis, 5+ years process improvement, 5+ years project management, 5+ years business operations, APAC countries regulatory landscape understanding, KYC/KYB standards experience, AML compliance requirements experience, Design and optimize operational processes across markets, Balance regulatory adherence with operational efficiency, Own CS product metric health monitoring, Own CS product metric deep dives, Support cross-functional projects, Support cross-functional initiatives, Verbal communication skills, Written communication skills, Articulate thoughts clearly, Solid problem-solving skills, Break down issues, Deliver actionable solutions, Basic project management skills, Contribute to multiple priorities, Meet deadlines, Effective communication skills, Interpersonal skills, Engage with senior stakeholders, Attention to detail, Focus on delivering measurable results
Nice to Have
Familiarity with Design Thinking, Familiarity with Theory of Constraints, Familiarity with A3 Problem Solving, Familiarity with Lean Six Sigma, Familiarity with visual storytelling techniques, Familiarity with process mapping, Familiarity with journey mapping, Familiarity with data visualization, Familiarity with operational domains, Familiarity with CS operational domains, Familiarity with KYC operational domains, Familiarity with Fincrime operational domains, Experience in highly regulated environment, Experience with Zendesk, Experience with Twilio, Experience with Looker, Experience with Superset
What You'll Do.
Hunt for operational issues
Support management of operational incidents
Drive long-term structural fixes
Conduct side-by-side sessions with agents
Observe real-time friction
Design process improvement plans
Design product improvement plans
Build business cases for changes
Act as critical voice in product revamping discussions
Challenge Product teams
Apply structured methodologies
Design end-to-end workflows
Reduce customer friction
Reduce operational waste
Lead mid-complexity projects
Adopt changes seamlessly
Maintain operational playbooks
Maintain project documentation
Own deep dives into metric health
Uncover operational challenges
Develop foundational expertise
Build relationships with stakeholders
Contribute to workshops
Identify areas for improvement
Collaborate with data teams
Translate complex data sets
Drive platform-first solutions
How You'll Work.
Team & Collaboration
Partner across teams; Collaborate across teams; Work with product teams; Work with operational teams; Cross-functional projects; Engage with senior stakeholders
Communication Scope
Verbal communication; Written communication; Articulate thoughts; Effective communication; Interpersonal skills; Engage stakeholders; Translate data sets; Actionable feedback
Process & Methodology
Project management, Mid-complexity projects, Multiple workstreams
Full Job Description
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about [our mission](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). The Business Operations Associate Manager will support critical discovery, analysis, and improvement initiatives in servicing operations. This role focuses on leveraging servicing operations insights to identify gaps in the service experience. You will partner and collaborate across teams such as product and operational teams to contribute to problem-solving efforts, aiming to reduce contact rates and defect rates improving platform experience. The Business Operations Associate Manager will drive efforts using data and deep dive insights to identify areas for improvement, contributing to solution design, and ensuring successful implementation under the guidance of the Business Operations Manager. What you’ll do * Proactively hunt for operational issues that impact the customer experience and regional scaling. * Support the management of operational incidents, from initial process setup to conducting post-mortems that drive long-term structural fixes. * Conduct "side-by-side" sessions with agents to observe real-time friction, using these insights to design process or product-improvement plans. * Design solutions that align with the broader Servicing strategy, building robust business cases for changes that balance growth with regulatory safety. * Act as a critical voice in "product revamping" discussions—challenging Product teams to consider operational risks while encouraging Ops teams to be less risk-averse wh
Applying for this Business Operations Associate Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Wise?
Real rants from real employees. Read before you apply.